Legal

Privacy Policy

Effective date: 1 October 2026 · Last updated: 1 October 2026

On this page

In short

We collect only the details needed to book, carry out and follow up on air conditioning work. We do not sell your personal information, and you can ask us to see, correct or delete it at any time.

1. Who we are

This Privacy Policy explains how Frost Genius (“we”, “us”, “our”) collects, uses and protects personal information when you visit frostgenius.com, contact us, book a service or use our air conditioning repair, installation, servicing and maintenance services.

2. Information we collect

We collect information you give us directly, including:

Your name, phone number and email address;
The service address and access details for the property where work is carried out;
Details about your air conditioning equipment, such as brand, model, age and the problem you are experiencing;
Messages you send through our booking form, by email or by phone;
Billing and payment records for services you have purchased.

We also collect limited technical information automatically when you use our website, such as your browser type, device type, pages visited and the date and time of your visit. See our Cookie Policy for details.

3. How we use your information

We use personal information to:

Respond to enquiries and confirm, schedule or change bookings;
Send technicians to the correct address with the right parts and information;
Prepare quotes, invoices and service reports;
Provide guarantee and after-service support;
Send service reminders where you have a maintenance plan or have asked for them;
Improve our website, services and customer experience;
Meet our legal, tax and accounting obligations.

4. Legal basis for processing

We process your information because it is necessary to provide the services you request, because we have a legitimate interest in running and improving our business, because the law requires us to keep certain records, or because you have given consent — for example, to receive service reminders. You can withdraw consent at any time.

5. Sharing your information

We do not sell or rent your personal information. We share it only where necessary with:

Our technicians and staff who need it to carry out your service;
Parts suppliers or manufacturers when processing a warranty claim on your behalf;
Service providers who host our website, manage email or store records for us, under confidentiality obligations;
Authorities, where we are required to do so by law.

6. How long we keep information

We keep booking and service records for as long as needed to provide guarantee support and to meet legal and accounting requirements. Enquiries that do not lead to a booking are deleted after a reasonable period. When information is no longer needed, it is securely deleted or anonymised.

7. How we protect information

We use reasonable technical and organisational measures to protect personal information, including secure website connections, restricted access to customer records and password-protected systems. No method of transmission over the internet is completely secure, but we work to protect your information and review our safeguards regularly.

8. Your rights

You may ask us to access the personal information we hold about you, correct inaccurate details, delete information we no longer need, restrict or object to certain processing, or stop sending you service reminders. We will respond to reasonable requests within a reasonable time and may need to verify your identity first.

9. Children’s privacy

Our services are intended for adults responsible for a property. We do not knowingly collect personal information from children. If you believe a child has provided us with information, please contact us so we can delete it.

10. Third-party links

Our website may link to external websites, such as map services. We are not responsible for the privacy practices of those websites and encourage you to read their policies.

11. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will always be published on this page with the date it was last updated.

Questions about this policy can be sent to service@frostgenius.com or raised by phone on 01827-788788. Our postal address is listed on our Contact page.